and Other Serious Questions
| Quality Assurance The question and concern of evaluating the quality of AskColorado was under consideration before the service went live. The Quality Assurance and Evaluation Subcommittee [QA&E] originally consisted of two separate groups. Needs Assessment & Evaluation examined AskColorado's service parameters in an attempt to determine whether its scope met the needs of the population. It also took evaluation results and created guidelines for the new service. The second group, Quality Control & Training, had oversight of staff training and promoted excellent customer service between patrons and the virtual reference staff. After AskColorado launched, these two committees were combined into the QA&E. The mission of the QA&E is:
The QA&E meets for 2 hours on a quarterly basis and currently has 16 members. EvaluationEach QA&E member reviews approximately 30 transcripts from an assigned day each month using an evaluation page. The evaluation sheet has undergone changes to reflect needs in transcript assessment. When we are evaluating a transaction, we are really looking at two separate issues: Next: Evaluating Quality of Response |
©AskColorado Quality Assurance and Evaluation Subcommittee,
2007
Please direct website questions to Karen T. Pardue
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